About The Role:
The purpose of this role is to serve as the first line of defense for our customers' technical issues, ensuring timely and effective resolution. As a Support Engineer II, you will maintain customer satisfaction by addressing and resolving technical challenges, providing expert guidance, and contributing to the continuous improvement of our solutions and support processes.
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About the company:
The company is a rapidly growing technology firm revolutionizing the field of Artificial Intelligence and Data Science, headquartered in Riyadh, Saudi Arabia. The company is committed to realizing Vision 2030, with a proven track record of excellence in supporting and growing the tech ecosystem in Saudi Arabia and the GCC region. The company is a trusted AI technology partner for several large government organizations, as well as many corporations and startups.
Responsibilities:
- Provide technical support to customers via phone, email, and chat, addressing inquiries and resolving issues related to our solutions and services.
- Troubleshoot complex technical problems, identify root causes, and implement solutions in a timely manner.
- Escalate issues to higher-level support or development teams when necessary, ensuring proper documentation and communication.
- Collaborate with cross-functional teams to identify recurring issues and contribute to the development of long-term solutions.
- Create and maintain detailed documentation of support cases, resolutions, and best practices to enhance the knowledge base.
- Assist in the installation, configuration, and maintenance of software applications for customers.
- Conduct remote sessions with customers to diagnose and resolve technical issues.
- Provide feedback to product management and development teams based on customer interactions and common support trends.
- Stay up to date with the latest product releases, updates, and industry trends to provide accurate and relevant support.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 2 years of experience in a technical support or similar role.
- Strong understanding of software systems, networks, and troubleshooting methodologies.
- Proficiency in operating systems (Windows, macOS, Linux) and software applications.
- Experience with ticketing systems, such as Jira, Zendesk, or similar.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong verbal and written communication skills, with a focus on customer service.
- Ability to work independently and as part of a team.
- Familiarity with programming languages or scripting is a plus.
- Outstanding multitasking abilities.
Benefits:
- Opportunity to be at the forefront of an exciting time for the Middle East, joining a high-growth rocket ship in the AI space.
- Significant responsibility and trust to make impactful decisions.
- Competitive compensation and top-tier health insurance.
- Enabling culture to focus on your best work.
- A fun and dynamic workplace alongside some of the greatest minds in AI.
- An inclusive environment that embraces diversity.
Language Requirements: Proficient communication skills in English are preferred.
